travel agent professional july 2013
DESCRIPTION
TAP is one of the only magazine for the Home Based Trade Agent.... With stories written by industry leaders like Rusty Pickett, ECC, Shellback Cruises, Scott Koepf, VP of Sales Avoya Travel/American Express, Mitchell J. Schlesinger, VP Sales & Marketing Voyages to Antiquity, Paull Tickner, Creator of Special Interest Britain, Les-Lee Roland, Owner of The Package Deal and By Cindy Bertram, Cindy's Inside Cruise & Travel Track, LLC ... also up to date info on today Host Agencies.TRANSCRIPT
Travel AgentProfessional
July 2013Issue 24
Introducing Cindy Bertram
Smooth Jazz Cruise:Are You Missing the Beat?
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Travel Agent Professional TA
P2013
Ad In
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64 Smooth Jazz CruiseByLes-LeeRolandOwnerofThePackageDeal
66 Create the Fun,
Unexpected Extras for Your Clients... Use LagniappeByCindyBertramCindy'sInsideCruise&TravelTrack,LLC
68 E-Mail CourtesyByRustyPickett,ECCShellbackCruises
10 Developing Ideas
For UK Girls GetawaysByPaullTickner
16 When Words FailByScottKoepfVicePresidentofSalesAvoyaTravel/AmericanExpress
ShowcaseAuto Europe .............................................15Expedia CruiseShipCenters .......................24OASIS .......................................................22TRAVELSAVERS ........................................21
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Cover art by Entertainment Cruise Productions
Auto Europe .....................IFC, 23, 25
Avoya Travel/American Express.....13
Britain Greatdays.............................3
HostTravelAgency.com .................17
Royal Caribbean Line ....................BC
Travel Experts, Inc. ........................19
Travelsavers...................................21
July 2013 Issue 24
Travel Agent Professional has its roots in Home Based Trade, the firstmagazine of its kind, started by Joel Abels in 2004. Joel and Lenore Abelsran Travel Trade for nearly half a century – it was started by her grandfa-ther, John S. Lewis, and her father, Sidney Lewis, in 1929, and they tookthe publication over after her grandfather’s passing.
Under Joel’s direction, the company grew to be one of the travel agentindustry’s leading publications, reaching more than 45,000 agentsthroughout North America. It spawned a famous series of trade showsand three monthly magazines – Cruise Trade, Tour Trade and HomeBased Trade.
The Abels also garnered enormous respect – Joel received the NealAward, called “the Pulitzer Prize of the business press,” for his hard-hit-ting editorials.
On a personal note, after working with Joel for over a decade and stay-ing with him until the end, I grew to truly care for and respect the man.He was like a second father to me. Joel was old school, he stood by hisword and believed in his work. There will never be another.
While nobody can replace this industry legend, we’re hoping thatthis new publication, which reunites the original Home Based Tradeeditorial board, will be able to carry on his passion for travel andthose who sell it.
Ann M. Hoek
Travel Agent ProfessionalP.O. Box 120198
Staten Island, NY 10312E-mail:
718.360.3153
Ann M. HoekPublisher/Creative Design
Bonnie WallingEditor
Alan CohenVice President marketing
Meet Our Editorial Board
Mitchell J. SchlesingerVice President, Sales & Marketing
Voyages to Antiquitywww.voyagestoantiquity.com
Rusty Pickett, ECCShellback Cruises
www.shellbackcruises.com
Les-Lee RolandOwner of The Package Deal
Scott KoepfVice President of Sales
Avoya Travel/America’s Vacation Center
www.joinavoya.com/default.cfm?ref=11583
Sherry Laskin, ACCTravel Writer/NACTA Webinar Moderator
www.cruisemaven.com
Paull Tickner,Creator of Special Interest Britain
Cindy Bertram,Cindy’s Inside Cruise & Travel Track, LLC
Sue Sh apiro, PresidentShapiro Travel [email protected]
www.shapirotravelresources.com
Joel M. Abels Legend In the Travel Industry
April 1927 to January 2007
June 2013
This online magazine is dedicated to the memory of Joel Abels, Travel Trade's editor andpublisher. Joel and his life's work may be gone, but with your help it can live on.
Travel AgentProfessional
Welcome to the exciting world of Special Interest Britain, which will help you to identify, develop and convertuntapped sources of new business into high yield, customised groups, both large and small.
We’re the experts you’ve been looking for if your niche markets include:
• Girls Getaways3-6 night itineraries to London, Bath & the Cotswolds; quilting, embroidery and needlework.
• Gardens, Stately Homes and CastlesGarden clubs; herb, rose and other specialist societies; Master Gardeners; flower arrangers.
• Literary BritainRegular and specialist bookstores for murder/mystery; friends of libraries; English teachers.
• The Performing ArtsFund raisers for friends of the theatre, symphony, and opera; Gilbert and Sullivan societies.
• The Visual ArtsMuseums and art galleries; watercolour painters; continuing education college.
• Christian Heritage Episcopal, Baptist, Catholic, Methodist and Presbyterian choirs and congregations.
• Family travelTailor made itineraries to London and the countryside.
• Pre and post cruise extensionsAdd-ons for Southampton, Dover and Harwich arrivals and departures
• The Great OutdoorsGolf, cycling, walking, steam train enthusiasts.
For over 35 years, we’ve been gaining EXPERIENCE through designing and operating oftencomplex tailor made programmes and we have acquired an almost encyclopedicKNOWLEDGE of Britain, both on and off the beaten track. We also have a very long list ofUK/Ireland CONNECTIONS who deliver those special touches to your chosen itineraries, andsome GREAT RATES thanks to our handling over 80,000 passengers each year.
Our tours carry three distinctive hall marks:
• They TRAVEL LESS so that your customers can SEE MORE
• Are enhanced by memorable VALUE ADDED EXPERIENCES
• Are often for SMALL GROUPS of 15-20 people
As everything we do is designed to meet your client’s interests, time frame and budget, let’sstart talking about how we can help you to harness the potential from your chosen nichemarket(s).
For further information please email: [email protected]
Greatdays UK Incomingwhere travel agents ALWAYS come first
Offices in London and Manchester, Great Britain Tel: +44 161 928 9286 Fax: +44 161 928 9911 www.greatdays.co.uk
July 2013
4Let me ask you a question.
Do you ever listen to music —whether it’s jazz,
oldies, country or classic soul? Do your clients? If
the answer is “yes,” then what are you waiting for!
You are missing out on selling the most lucrative
cruises available — and the most memorable
experiences for both you and your clients.
By
L
es
-L
ee
R
ola
nd
Les-Lee RolandOwner of The Package Deal
Smooth Jazz Cruise:
Are you Missing the Beat?
Entertainment Cruise Productions, LLC (ECP) is the
only company that provides all of the above choices.
It is the largest full ship charter company, using
Holland America ships. It’s probably the only compa-
ny of its kind that works with travel agents and pays
a high commission.
Why the emphasis on working with travel agents?
Because they not only welcome us, they offer train-
ing, co-op funds, and everything agents need to
deliver a memorable experience — which could lead
to continual referrals for their agency.
What is a full ship charter? It means one company
has taken over the entire ship. HAL provides the
food and beverage, spa and casino. But all the activi-
ties are provided by ECP.
These music cruises often feature continuous shows
through different venues aboard the ship. Guests are
free to go from show to show — everything is the
client’s choice!
The performers are not just the entertainment, they
are your fellow passengers. Guests interact with
them throughout the week. They lead shore excur-
sions, offer mentoring, and let cruisers join in their
jam sessions. Other activit ies include meet and
greets, cocktail parties and music contests. Let me
emphasize that these cruises offer 10 times more
entertainment than on any cruise.
These are all big statements, so let me break them
down. As one example, the 7-night Malt Shop Cruise
features entertainment provided by 50 or more stars
— including Neil Sedaka, Petula Clark, Bobby Rydell,
Lesley Gore, the Righteous Brothers, Shirley Reeves,
the Four Tops and Gary Lewis and the Playboys. Get
the idea?
The Country Music Cruise lineup is led by Kenny
Rogers, Vince Gill, Patty Loveless, Ronny Milsap, and
many more. The Soul Train Cruise features Gladys
Knight, the Isley Brothers, Roberta Flack, Jeffrey
Osborne and Peabo Bryson.
Travel Agent Professional
5
Yes, these cruises cost more than just the typical
Caribbean cruises. But isn’t this caliber of entertain-
ment — a true all day and all night party at sea —
worth it? And the commissions offered are the high-
est in the industry. So let’s do the math. It’s easy to
make a $1,000 commission on one cabin.
Yes, this type of cruise is not in everyone’s budget.
But it is on everyone’s bucket list. That’s why, when
offered once a year, the sailings do sell out, with
waiting lists. Returning guests have already expressed
interest in the 2015 dates.
One way you can better understand this successful
concept is to experience it. There is some fam space
left on the Oct. 12-19 Smooth Jazz Cruise roundtrip
from San Diego (the only West Coast departure of
this l ineup) to the Mexican Riv iera . Performers
include David Sanborn, Brian Culbertson, Boney
James, Marcus Miller, Tower of Power and Oleta
Adams.
The cost for agents is $1,250. But that amount is
refunded to you after you sell 3 cruises on ANY of
the ECP sailings if booked by Jan 31st. Gratuities, port
fees and taxes are extra.
If you answered yes to the questions in the first para-
graph, if you like music, if you have clients who like
music, ECP has choices for the most memorable
cruise ever!
Contact Amy at Entertainment Cruise Productions at
(888) 852-9987 and visit www.thesmoothjazzcruise.com
to learn more about this sailing. Please note that this
special rate is not listed on their website.
As an aside, if you want a travel agent’s view, I and
my clients have sailed on four of these cruises and my
feet are still tapping to the music. These were the
most favorite of the over 100 cruises my husband
and I ever sailed on. Just writing about it has brought
a smile to my face.
Smooth Jazz Cruise:
Are you Missing the Beat?
www.thesmoothjazzcruise.com
6
Cin
dy
B
er
tr
am
July 2013
We always hear about creating a
lasting good impression. And in the travel
indust ry , that ’ s even more cr i t i ca l ,
because when it comes to our clients, we
want to make sure they have great expe-
riences.
At the heart of this is building a positive
ongoing re lat ionship . You want your
clients to realize you’re their trusted pro-
fessional and that they are “the center of
your world,” so to speak. Personalization
is part of that but something else you can
use? Lagniappe. It ’s a genuine way to
build natural loyalty with your clients,
keep them coming back and, possibly, get
referrals down the road.
Create the Fun, Unexpected Extras for Your Clients...
Use Lagniappe
By Cindy BertramCindy's Inside Cruise & Travel Track, LLC
So what is lagniappe?A Spanish term that also has strong ties to New Orleans and
Louisiana; lagniappe traditionally is described as “a small gift
given to a customer by the merchant at the time of purchase.”
A quick example is getting that extra, unexpected 13th donut
when you’ve only purchased a dozen donuts, sometimes called
a “baker’s dozen.” So what does that have to do with success-
fully building your travel business? Everything. It’s taking the idea
of “lagniappe” to a different level.
When it comes to our clients, it’s critical to build genuine rela-
tionships with them. We need to know what’s important to
them, what their “hot buttons” are, understand their likes and
their lifestyles. What exists in their lives carries over to how
they like to travel, what they like to see and do, along with who
they travel with.
Our work to provide those extraordinary experiences for them
can also include some extra, unexpected fun surprises should
the occasion come up. And if we think about getting that 13th
donut when we only expect to get 12 donuts analogy, we can
use lagniappe.
Rudi Schreiner, president and co-owner of AmaWaterways, spoke
about the concept of “Under market and over-deliver” at a
national conference I recently attended. And I’d have to agree
with him. It does have merit. Sometimes, if a product is over-mar-
keted and doesn’t measure up, we get disappointed, don’t we?
So this is where lagniappe comes in, creating an unexpected
good surprise.
7
Travel Agent Professional
Create the Fun, Unexpected Extras for Your Clients...
Use LagniappeOne of the best rea l examples I ’ve run across
occurred last year, when Mississippi River cruising
resumed. On Ju ly 3 , 2012 , Amer ican Queen
Steamboat Company gave their guests onboard the
American Queen their own version of lagniappe.
They included an unexpected extra port cal l in
Chester, Illinois while the American Queen was on
her way to St . Lou i s for the c i ty ’ s spec ia l
Independence Day celebration.
The American Queen was making excellent time – in
fact, she was running considerably ahead of schedule.
So instead of spending a whole day on the river,
which they could have easily done, the American
Queen provided that “little something extra.”
Chester, the birthplace and chi ldhood home of
Popeye creator E l z ie Cr i s ler Segar , has fu l l y
embraced its cartoon heritage. Highlights include The
Spinach Can/Popeye Museum and statues of charac-
ters like Olive Oyl placed throughout the town.
This was a terrific way of sharing an unexpected gift
for their guests on board by creating that lagniappe
stop.
One of my own lagniappe “gifts” happened to also
take place year - I just didn’t know I was creating a
lagniappe experience. A business owner who’s also
become a friend likes to travel with her husband and
they’ve always tended to be more destination-orient-
ed. Her husband had been diagnosed with a rare
form of cancer, which had been in remission for a
year. But there were some signs that the cancer
might be coming back.
They decided to take a cruise where they could
“turn off the rest of the world” and enjoy each oth-
er’s company. They booked on very short notice
because her husband was going to have to go
through some tests and possible treatments when
they got back.
After they booked, I reached out to one of my con-
tacts at that particular cruise line. He graciously pro-
vided several unexpected surprises and amenities for
them onboard. When they came back, she said they
had a much needed escape and it was an amazing
time. But most importantly? The extra little gifts
throughout really made it even more wonderful and
memorable.
For them, this was a much needed escape and the
lagniappe gestures really elevated their experience.
They felt incredibly special.
For me? It was a way to make their trip extraor-
dinary . At the end of the day, that ’s what we
really like to do for our clients, don’t we? And by
occasionally using lagniappe, it can make it make
that unexpected surprise even more special and
memorable.
July 2013
8
By
R
us
ty
P
ic
ke
tt, E
CC
Rusty Pickett, ECC
Shellback Cruises
www.shellbackcruises.com
E-Mail Courtesy
In the July 18th issue of
Travel Market Report,
Robin Amster wrote an
article titled “Four
E-Mail Habits that You
Should Break Today,”
based on an interview
with Rieva Lesonsky,
founder and CEO of
GrowBiz Media. Her
points offer food for
thought.
“Bad Habit #1: Multitasking while E-mailing.” I am
not sure what she means by multi-tasking. If I see an
E-mail preview from Outlook from a client that I
know has an important issue, then I stop what I am
doing to answer that E-mail.
I have no problem changing focus from one task to
another. Perhaps this is my military background,
where we learned early on that running a submarine
requires keeping a bunch of balls in the air at the
same time. Certainly, if you are prone to not being
able to refocus easily in the middle of a project, then
her advice is sound. You need to know your own
administrative strengths and weaknesses to deter-
mine what you can and cannot do.
“Bad Habit #2: Constantly checking E-mail.”
Lesonsky said, “Once a quarter, also look at your
newsletters and promotions, see if you’re paying
attention to them, and if you aren’t, take the time to
unsubscribe. You can always go back and re-sub-
scribe.”
This would drive me nuts. I have to keep a “clean” E-
mail inbox. I leave only those E-mails in my inbox
that have near-term unanswered questions and nec-
essary actions.
She does have some valid points. She suggests that you
use multiple E-mail address for different functions. I do
9
Travel Agent Professional
E-Mail Courtesythat. I fact I have four different E-mail addresses
that I use in the business, one for client com-
munications and three for supplier E-mails.
Additionally, I have multiple folders in my
Outlook account to move E-mails into (I do
that; I don’t program Outlook to automatical-
ly move the E-mails into those folders). For
example, I have folders for client inquiries,
client admin, cruise advertising, tour advertis-
ing etc. When clients call about a proposed
trip, I can quickly open those folders to find
out what the recent promotions were.
“Bad Habit #3: Replying immediately.”
Lesonsky noted, “I tend to answer E-mails
immediately, but once you do that you’ve
now set a tone; people get used to that
instant response. It’s up to you to set the
tone at the beginning.”
My response: “WHAT?” I have my Outlook
set to check E-mail every five minutes. I used
to have it at every minute, but was having
some program issues with my Internet
provider, so I slowed it down somewhat. As a
professional delivering the best of service, I
want to respond to E-mails quickly — even if
it’s just to tell the clients that I will get back
to them later in the day.
I have received much client feedback that
what differentiates me from others is the
prompt response to phone calls and E-mails
— people really feel that you care. The tone
that I want to set is that I care about the
client as a first priority, not as a second, when
I get done with what I am doing.
I believe that every client should feel that
they are the most important. As many have
said, tell the client when you will get back to
them, and then get back to them sooner than
promised!
“Bad Habit #4: Defaulting to E-mail.”
Lesonsky said, “E-mail is not always the easi-
est or the most efficient thing. Sometimes
you might as well pick up the phone, especial-
ly if you find yourself typing a War and Peace
length E-mail message.”
Lesonsky’s point is valid here. E-mail is easy,
calling is sometimes hard — especially calling
a client whom you know will talk for 30 min-
utes or more when all that is needed is a five-
minute discussion. Use E-mail when E-mail is
sufficient, use phone when it is more efficient.
“The primary rule of communication for a
business owner is to be where your clients
are,” Lesonsky said. “You need to embrace
the technology or methodology your clients
use.” So be it!
July 2013
By
P
au
ll T
ic
kn
er
Paull Tickner, creator of Special Interest Britain, is affiliated with the Greatdays Travel Group. For over 30 years, he has been developing
and operating customized niche travel programs for the United Kingdom and Ireland. For more information, visit his Web site at
www.greatdays.co.uk and E-mail him at [email protected]
From my eyrie here in the Cotswolds, I’ve been watching the
furor generated by a misinformed article that appeared on the online
version of Women’s Day entitled “Ten Things Your Travel Agent Won’t
Tell You.” This led to a flurry of interviews with travel agents in the
mainstream press, in which the true facts about the industry began to
emerge. I was struck by a statistic quoted by ASTA’s V P John Pittman in
one such piece: “Sixty-seven percent of travel agents are women.”
I’ve been thinking about some of the “Girls’ Getaway” themes this huge
army of female travel sellers could use to generate customised FITs and
small groups for long weekends to London — especially when they take
advantage of the often better air fares from October onwards (bearing
in mind the improved exchange rate — $1.52 at the time of writing).
10Developing Ideas
For UK Gir ls Getaways
11Royal LondonGiven the extensive media coverage about the
imminent arrival of the royal baby, a 5-night Royal
London tour should include:
Windsor Castle;
The new ‘Fashion Rules’ exhibition at Kensington
Palace, now the home of Prince William and the
Duchess of Cambridge;
The Royal Mews & the Queen’s Gallery;
A side trip into the English countryside that fol-
lows in the early footsteps of the former Kate
Middleton;
Some By Royal Appointment Shopping;
Dinner at one of the Princess of Wales favourite
pizzerias.
London for Shopping & FashionFor those who like to shop ’til they drop, a Friday
morning transfer from Heathrow or Gatwick can go
straight to the colourful Bermondsey market (open
from 5 a.m.). It can then be followed by a quick visit
to the nearby Fashion and Design Museum and then
lunch at Borough Market, a unique corner of London
that captures our rich culinary history.
On the Saturday morning, avoid the crowds and
make an early start for Portobello Road Market.
On the way to Harrods that afternoon, it’s well
worth slipping in a visit to see “Fashion Rules” at
Kensington Palace.
Sunday should be spent rubbing shoulder with the
thousands of Londoners who flock to Petticoat
Lane and Spitalfields Market in London’s East End
while Monday can be devoted to DIY shopping
wherever clients want to go.
If your clients have an interest in antique hunting,
their visit should be timed to coincide with the
International Antiques and Collectors Fair at
Ardingly, Oct. 29-30. It’s the largest in the south of
England and easily accessible from London.
(continued on page 20)
Travel Agent Professional
July 2013
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CST# 2016664-10 | Fla. Seller of Travel Ref. No ST36781
12London for FoodiesTaking some of the ingredients from the selection above, you can now add in a culinary day with a master
of his art who was for over 12 years the personal chef to the Prince of Wales.
To this, you should then add a couple of days at the Great Bath Feast, Oct. 1-31. The culinary calendar of
this “feastival” include taste trails and chef demonstrations, street food and supper clubs, wine tastings
and tutorials, brewery visits and baking tips, a gathering of the nation’s top cheese makers, high profile
guest chefs, celebrity book signings and cookery schools.
Fly, Buy & ShipThis Girls Getaway long weekend stars Stoke on Trent, aka The Potteries, the china and porcelain capital
of the United Kingdom. For most of you, it’s very accessible indeed thanks to non-stop flights to
Manchester from Atlanta, Chicago, Newark, New York and Philadelphia. Guests can be decorating their
first piece of china about 90 minutes after arrival at the airport.
Hands-on opportunities at Wedgwood, snapping up bargains, a private tour of one of the UK’s finest
ceramics collections and shopping time in the picturesque city of Chester are just some of the highlights
in this eye-catching itinerary.
Off-season air fares, a decent exchange rate and some sound local advice as to where to get the best
deals makes this an extremely attractive shop and ship trip.
We are committed to helpingindependent travel agencies live alifestyle of success and are looking forpassionate experts that sell cruises, tours and vacation packages, andwho run their businesses with Integrityand Professionalism™.
O�ered 24/7, Live Leads™ enable travel
professionals to focus on selling to new
and repeat customers, earning top
tier commissions, and living a lifestyle
of success.
Live Leads™ are sent via the phone,
Internet, and now text message to only
one Independent A�liate per lead based
on their expertise and performance.
Choose what you want your agency
to sell, specialize in what you’re good at
selling, and have the freedom to focus on
your clients - we’ll take care of the rest.
Get Paid NOW
with Avoya® Instant Commission™!
Ready to Grow Your Travel Business?
888-426-6184www.JoinAvoya.com
CST# 2016664-10 | Fla. Seller of Travel Ref. No ST36781
July 2013
14Three tips for the timing of this tour: Travel between Sept. 28 and Nov. 10, so you’re there for the British Ceramics Biennial, a 7-week celebra-
tion of contemporary ceramic artists including a new exhibition and special events;
Use the UK’s biggest antiques and collectables fair at Newark as another hook. The autumn dates are
Oct. 10-11 and Dec. 5-6;
From the first week of November, put together Chester, china (Stoke on Trent) and Chatsworth House,
which will be beautifully decorated for Christmas, including its own Christmas market between Nov. 14
and 24.
A Stitch in TimeIf Stoke on Trent is the capital for china and porcelain, you might be surprised to know that the great mar-
itime city Liverpool is THE place to go for embroidery and needlework. You can find ecclesiastical vest-
ments, stumpwork, tapestries and stunning collections of 17th and 18th century master craftsmanship in
the home of the Beatles.
Dressed for ChristmasSpeaking of grand houses decorated for Christmas and
Christmas Markets, with a bit of imagination you can put
together a tour that’s filled with fabulous festive food and
fun features that includes:
• Christmas markets in Belgravia London,
Winchester, Salisbury and Bath;
• Stately homes decorated for Christmas, includ-
ing the amazing display at Waddesdon Manor;
• A Christmas Tree Festival in the picturesque
Cotswold market town of Chipping Campden.
Add in off-season airfares and hotel rates and the small
group you’ll produce will fill you with Christmas cheer,
especially if you lead the group yourself.
For those with an interest in customised Girls Getaways,
this menu of UK based bright ideas will generate some
very valuable new business this winter.
Paull Tickner has been customising UK FIT and group tour
programmes for over 30 years and you can contact him at
1 . 8 0 0 . 2 2 3 . 5 5 5 5 • w w w. a u t o e u r o p e . c o m39 Commercial St., P.O. Box 7006, Portland, ME 04112
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co
tt K
oe
pf
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Scott KoepfVP of Sales Avoya Travel/American Express
www.JoinAvoya.com
16 Love Me...A LittleThe other night, I attended an
exce l l en t p roduc t i on o f S t ephen
Sondhe im ’ s Company . I t i s a un ique
musical that explores the relationship of
marriage through the eyes of a bachelor
who is terri f ied of commitment. He is
exposed to many of the challenges that a
few of his fr iends go through in their
marriages and he introspectively deter-
mines how relationships affect him.
Throughout the show, I was reminded
how, as travel advisors, our relationship
with our clients is fundamental to long-
term success. Product knowledge, technical
expertise, sales skills and customer service
are all just resources to draw on to create
a strong, trust-filled relationship.
Like the leading man in Company, you may
be hesitant in fully committing to a relation-
ship. You may have tried before and the
clients didn’t click with you. Or worse yet,
bought the vacation directly online! The fear
of rejection is the same in personal relation-
ships as it is in business relationships, so we
put up walls to keep from getting hurt. Yet
if you do not take the risk, you may never
have the kind of lifetime clients that can
bring you the success you desire.
In the musical, after watching a few of these
couples, our bachelor came to an interesting
conclusion. He really liked some of the ben-
efits of a relationship, but only on his terms.
As he contemplates his future he sings:
Marrymealittle,
Lovemejustenough.
Cry,butnottoooften,
Play,butnottoorough.
Keepatenderdistance
sowe’llbothbefree.
That’sthewayitoughttobe.
I’mready!
Marrymealittle,
Lovemejustenough.
Warmandsweetandeasy,
Justthesimplestuff.
Keepatenderdistance
Sowe’llbothbefree.
That’sthewayitoughttobe.
I’mready!
(continued on page 10)
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18
July 2013
This is the same as we are with what we want from
our clients. How often do I hear about what agents
want – just make the booking, just give me the
deposit, just choose the ship or destination and let’s
move on. Maybe you are not consciously focused on
these things but it could be that instead of focusing
on what you can provide to your client, you are only
interested in what they give you.
I recently heard a conference speaker ask, “In a success-
ful relationship, what percent do each of the two people
have to commit to?” The answer from the audience was
almost unanimous as they shouted out, “Fifty percent!”
In other words, a great relationship, in the opinion of this
audience (and I think most people), was defined by an
equal share of give and take and participation.
The speaker shocked us all by saying that a great
relationship is achieved when each of the two peo-
ple give 100%. There can be no expectation of any-
thing in return and one enters a relationship purely
to give, not to get.
While the speaker was right, he also admitted that it
is almost impossible to live this out. His point was
that if we set it as our goal, then everything changes.
In travel, we could go broke by simply giving away
information and never expecting compensation but
maybe we have gone too far.
I recommend spending serious time determining and
documenting what you will give to each client. It
won’t take much time to write down what you want
to get (Show me the money). However, the list of
what you give should fill multiple pages! You may
provide invaluable advice and service, yet most of
our conversations and correspondence with our cus-
tomers is about trying to get instead of giving.
At the end of the show, the bachelor yells out:
“Stop! What do you get?” but then realizes that to
fully embrace a relationship with all of its risks and
issues is what life is all about, so he sings:
Someonetoknowyoutoowell,
Someonetopullyouupshort
Andputyouthroughhell.
Someoneyouhavetoletin,
Someonewhosefeelingsyouspare,
Someonewho,likeitornot,
Willwantyoutoshare
Alittle,alot.
Someonetocrowdyouwithlove,
Someonetoforceyoutocare,
Someonetomakeyoucomethrough,
Who’llalwaysbethere,
Asfrightenedasyou
Ofbeingalive,
No relationship is perfect, and some of your rela-
tionships with your cl ients wil l never take root.
However, don’t be afraid of giving all of yourself with
the focus on giving instead of getting. Those life time
client relationships will truly result in the feeling of:
Beingalive,
Beingalive,
Beingalive!
Travel Agent Professional
Over 40 years of travel industry success Full staff of personal business consultants Unique protected territory system Excellent preferred supplier relationships Award-winning suite of marketing programs Social media tools Powerful technology solutions Proprietary cruise booking engine Website and mobile solutions Meeting and incentive resources Hotel program with rich amenities A full suite of corporate travel solutions Over 19 travel brands servicing you daily
We invite you to learn more about why our
The TRAVELSAVERS Difference.
Travel Agent Professional
TRAVELSAVERS Appoints Wayne Spector
As Director Of Sales
TRAVELSAVERS announces the appointment of sales vet-eran Wayne Spector as Director of Sales today. In his newrole, Wayne will be responsible for increasing TRAVEL-SAVERS’ membership base of independent travel profes-sionals throughout the United States.
“We’re pleased to have someone with Wayne’s extensivesales experience join our expanding team,” says KathrynMazza-Burney, Executive Vice President of Sales & Servicefor TRAVELSAVERS. “Wayne joins us with a proven trackrecord of sales success, and we know he’ll be an asset toour company.”
In addition to sales, Wayne brings extensive experience inbusiness development, operations and customer service tothe company. Prior to joining TRAVELSAVERS, Wayneheld leadership roles both outside and within the travelindustry, including a position at Enterprise Rent-A-Car,where he headed up a team of more than 200 to lead allphases of the sales cycle.
“I’m thrilled to join the TRAVELSAVERS team,” saysWayne Spector. “Being part of a company that boastsmore than 40 years of travel sales and marketing successis very exciting. I look forward to supporting our networkof travel professionals while also helping to bring onprospective new members.”
Wayne is based at TRAVELSAVERS’ global headquarters inOyster Bay, New York and can be reached [email protected].
Showcase
To find out more about how to become part of the TWIN global network, independent travel agencies can visitwww.twintravelmanagement.com, email [email protected], or call 516-624-0500 x5080.
About TRAVELSAVERS:
Owned by American Marketing
Group, Inc., TRAVELSAVERS is
an international travel marketing
organization with a retail chain of
more than 3,000 independently
owned full service travel agencies
in 30 countries that together gen-
erate more than $20 billion in
annual travel sales.
Headquartered in Oyster Bay,
New York, TRAVELSAVERS offers
a comprehensive range of prod-
ucts and support services to help
its licensed agencies maximize
sales through a select group of
suppliers – and stand out as travel
leaders in their local communi-
ties. The marketing company also
features a unique exclusive terri-
tory system based on populations
of 50,000, so agents maintain
control over clients and prospec-
tive leads
in their exclusive area. Travel
professionals interested in learn-
ing more about joining TRAVEL-
SAVERS can visit http://sales.trav-
elsavers.com.
July 2013
OASIS 2013 Sales Meeting to be Held at theNewly Renovated Tropicana Las Vegas
Industryexpertstoprovideattendeeswiththeknow-howtooptimizetheirdigital,socialandtraditionalmarketingefforts.
The 4th annual OASIS Sales Meeting & GetTogether, will be held November 13, 2013 at theNew Tropicana in Las Vegas. The meeting pre-cedes the annual Signature Travel Network SalesMeeting & Tradeshow, November 14 – 16, whichis also held in Las Vegas. Both meetings are freeof charge to qualified independent travel agents.
“By attending both the OASIS and Signaturemeetings back-to-back, agents walk away withvaluable product information and inspiring ideasfor optimizing their marketing efforts, to achievea higher sales volume and greater profitability,”says Kelly Bergin, OASIS vice president of busi-ness development. “The theme this year is LearnSo You Can Earn. Presentations by leadingexperts in technology and social media as wellas Signature Travel Network educational pro-grams, will illustrate how innovative technologiescan help agents to differentiate themselves whichdrives increased sales and profits.”
Agents will also attend breakout sessions androundtables at the Signature Sales Meeting. Ahighlight will be Shawn Achor, the keynotespeaker. Shawn is the author of the internationalbestseller, The Happiness Advantage: HowPositive Brains Raise Performance. He is regard-ed as one of the world’s leading experts on theconnection between happiness and success.Shawn’s research on happiness made the coverof Harvard Business Review, his new lecturecalled “The Happiness Advantage” began airingon PBS stations nationwide.
In addition to informative presentations, atten-
dees will meet the many premier sponsors whoare providing meals, refreshments and educa-tional programs for the OASIS meeting. Sponsorsto-date include:
Paul GauguinClassic Vacations/AMResortsUniworld TrafalgarBrendanEurope ExpressDisneySilversea
“Attendance at the OASIS meeting has doubledeach year. Early registration suggests that we willeasily reach maximum capacity in 2013. Spaceis limited, agents are encouraged to registerbefore the October 31st deadline,” Bergin added.
Showcase
OASIS, the Outside Agents Sales Integration System, is a division of Smart Travel Group of Boca Raton, Florida.For more information about OASIS Agent visit www.OasisAgent.com or contact Kelly Bergin at 800-613-8380extension 120, or by email at [email protected]
About OASISOASIS is a division of Smart Travel Group, Ltd.
Headquartered in Boca Raton, FL, Smart TravelGroup is the holding company for a variety of travelrelated businesses. Founded in 1987 as Palm CoastTravel by CEO Lee Smolinski, the company hasexpanded to become one of the leading online cruiseagencies in the U.S.
Palm Coast Travel, the agency division of SmartTravel Group, is a full service travel agency. It is amember of Signature Travel Network, Iatan, ASTA,NACTA, OSSN, CLIA, and PATH. For more informa-tion please contact Kelly Bergin 561-393-7274ext.120 or [email protected] and referencehttp://www.OasisAgent.com.
Travel Agent Professional
*Some conditions apply. See next page.
July 2013
Learn How Michelle is Growing Her Business with Expedia CruiseShipCenters
Whether you’re new to the travel business or a seasoned industry veteran, ExpediaCruiseShipCenters can provide you with the tools you need to build a fun and flexible trav-el business that fits your lifestyle.
All of our training, marketing and technology were designed with your success in mind, soyou can achieve your goals, even with no industry experience! Don’t just take our word forit, here’s what one of our Vacation Consultants from Weston, Florida had to say about join-ing our team:
"I was a travel agent for 18 years before joining Expedia CruiseShipCenters in 2010. As amother, flexibility is really important to me and being a Vacation Consultant has allowedme to work from home and celebrate my passion for travel. I decided to join the ExpediaCruiseShipCenters family to take advantage of higher commissions, professional marketingand the influence I get from aligning myself with the world’s largest travel brand. I have theadded benefit of having a local Franchise Partner to mentor me, provide me with industryknowledge, and create a sense of community. I enjoy getting to know my customers andlove that I can offer them one-on-one service."
Michelle Donner, Vacation Consultant
Learn more about our agents by reading some of our other testimonials and discover howpeople just like you turned their love for travel into an exciting new business.
With 29 new ships to debut by 2016 to meet the growing demand for cruise vacations,there has never been a better time to join our team! Attend an upcoming webinar and dis-cover all of the ways that joining the Expedia CruiseShipCenters family can Change YourLife. RSVP now or choose the session to the top right that best suits your schedule.
Warm regards,Pat HeathfieldExpedia CruiseShipCenters
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Expedia CruiseShipCenters, Just Cruises43277 Garfield Rd, Clinton Township, MI 48038
Phone: 586-840-7447/800-837-4477 Email: [email protected] • www.cruiseshipcenters.com/JustCruisesHB
Travel Agent Professional
ROYALCARIBBEAN.COM
THE SEA KISSES EVERY SHORE.WE TAKE THE RELATIONSHIP EVEN FURTHER.
The sea is calling. It whispers your name, inviting you to a place more beautiful than anything you’ve seen. Where light dances on the waves, and the gentle sound puts you at ease. Where you can enjoy a piña colada, a massage, ice skating and rock climbing all in one place. Only Royal Caribbean International® delivers the one vacation that’s a full sea of possibilities.